we are in the process of buying a customer feedback tool. Purpose is to get an interactive questionair after every contact.
Studies show that around 65% of the customers will complete in full the questionair.
We have chosen for Verint/Witness Customer feedback because we already have software (workforcemanagement and quality monitoring)from Witness. This module can easyly be integrated with the existing software an will give us a full circle view on the perception of the customer. We can even link recorded contacts via Quality monitoring tool to the questionair.